Customer Support Agent

ANTERRIO HOWARD

334-***-****) **************@*****.***

Summary: Highly motivated and results-driven professional with 5+ years of experience leading customer support/success teams in the consumer tech product industry. Proven expertise in implementing and managing multiple operational models for support, including in-house, outsourced, and hybrid approaches. Skilled in driving experimentation and quick testing of different solutions to enhance the customer support experience. Demonstrated success in high-growth, tech start-up environments with a track record of meeting high expectations. Strong leadership, problem-solving, and communication abilities.

Experience:

Georgia Department of Community Affairs (DCA) Atlanta, GA Customer Support/Success Manager March 2021 - April 2023

• Led and managed a customer support/success team, ensuring compliance with company guidelines and increasing productivity by 10%.

• Developed and implemented operational models for customer support, including in-house, outsourced, and hybrid approaches, resulting in improved efficiency and customer satisfaction.

• Conducted experiments and quick tests to identify and implement solutions for enhancing the customer support experience.

• Collaborated with cross-functional teams to streamline processes and optimize workflows.

• Trained new hires on support procedures, reducing the time to proficiency by 30%.

• Utilized expertise in community-driven products to provide tailored support to customers.

• Managed Trust & Safety teams, ensuring adherence to policies and guidelines.

• Implemented strategies to drive customer success and maximize customer lifetime value.

• Communicated regularly with senior management on program progress, challenges, and recommendations for improvement.

• Utilized strong interpersonal skills to build and maintain relationships with customers, stakeholders, and team members.

• Demonstrated proficiency in various software and tools, including Microsoft Office and customer support platforms.

Instacart Atlanta, GA

Product Operations Specialist August 2019 - June 2021

• Investigated, triaged, and resolved issues with Instacart products and services, leveraging product expertise.

• Provided weekly incident reports to the executive management team, ensuring awareness of service level impact.

• Collaborated closely with operations, engineering, and product teams to understand product functionality and document knowledge for scalability.

• Collaborated with engineering to provide support specifications and resources for end-user service requests.

• Created and maintained product-specific support resources based on technical content and data analysis.

• Aligned with engineering program management for roadmap and release planning procedures.

• Collaborated with product managers to coordinate initiatives affecting multiple teams, ensuring on-time delivery.

• Solved complex technical challenges, providing clear and accurate resolution paths to support tickets.

• Acted as the main point of contact for engineering and operations teams during active incidents and outages

Executive Escalation Specialist April 2019 – August 2019

• Provided support to VIP customers, resolving, and addressing Better Business Bureau complaints and reviews.

• Developed and implemented training programs to enhance performance and achieve optimal resolutions.

• Served as the primary escalation contact for clients, ensuring their concerns were addressed promptly.

• Updated ticket system and documented all developments to track progress toward positive resolutions.

• Conducted in-depth research for technical issues, establishing procedures to prevent recurring problems.

• Maintained calm and friendly demeanor while de-escalating customer concerns.

• Monitored community forums to identify and address issues and trends.

• Investigated cases involving product or service defects, mitigating potential brand risks.

• Provided advanced administrative support to executives and senior management

Community Support Agent December 2018 - April 2019

• Provided phone, chat, and email support to shoppers and customers.

• Identified common trends within support interactions and escalated as appropriate.

• Delivered fast and comprehensive support resolutions via various channels.

• Demonstrated effective communication skills and exercised sound judgment in customer interactions.

• Proactively solved customer issues and educated them on special pricing opportunities and company offerings.

• Documented conversations to track requests, problems, and solutions.

• Evaluated customer account information to assess current issues and determine potential solutions.

Alorica Montgomery, AL

Team Manager June 2015 – December 2018

• Evaluated operational trends and made proactive strategy adjustments.

• Monitored daily duties of employees to ensure quality standards and procedures were followed.

• Processed payroll and time-off requests.

• Facilitated effective communication on performance, goals, and coaching.

• Maximized customer satisfaction, streamlined procedures, and improved profitability.

• Assisted in de-escalating calls and tracking agent adherence.

• Conducted monthly quality assurance monitoring.

• Supervised and mentored over 25 customer service representatives.

• Recruited and hired qualified candidates.

• Prepared and managed reports, manuals, and correspondence.

• Reviewed records and reports for monitoring employee activities and evaluating performance.

• Conducted orientations and training sessions.

• Coordinated professional development among direct reports.

• Solved problems, handled escalated issues, and mitigated risks.

• Offered technical support for problem identification and resolution.

• Met with associates to establish realistic monthly goals. EDUCATION AND TRAINING

Lee Senior High Montgomery, AL

• IC3 Certification (Internet and Computing Core Certification)

• Google IT Support by Google on Coursera

Generation USA IT Support Specialist Program August 2nd, 2023 Relevant Training:

• Hardware:

o CPU: 2.4 GHz or faster

o RAM: 4GB or more

o Familiarity with 2015 or newer Chromebook with Intel Celeron or Intel Core processor

o Proficiency in utilizing a webcam and microphone

• Operating Systems:

o Proficient in 64-bit Windows 10 or later

o Knowledge of Chrome OS 103 or later

o Experience with Intel-based macOS 10 or later

• Browsers:

o Proficient in Chrome 106 and above

o Familiarity with Firefox 105 and above

o Knowledge of Edge 106 and above

Experience with Safari 15 and above (Macintosh only)

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